Library Catalog
Amazon cover image
Image from Amazon.com

Customer Service in the Information Environment / ed. by Guy St. Clair.

Contributor(s): Material type: TextTextSeries: Information Services Management SeriesPublisher: Berlin ; Boston : K. G. Saur, [2012]Copyright date: ©1994Edition: Reprint 2012Description: 1 online resource (144 p.)Content type:
Media type:
Carrier type:
ISBN:
  • 9783598243622
  • 9783110956788
Subject(s): DDC classification:
  • 338.4/70255 20
LOC classification:
  • Z674.4 .S73 1993eb
Other classification:
  • online - DeGruyter
Online resources: Available additional physical forms:
  • Issued also in print.
Contents:
Frontmatter -- Introduction to the series -- Contents -- Foreword -- Part I. Customer service: an introduction -- Chapter One. Definitions and concepts -- Chapter Two. Why be concerned about customer service? -- Part II. Initial stages -- Chapter Three. Defining the role of the information service unit -- Chapter Four. Informal – and not-so-informal – intelligence gathering -- Chapter Five. Defining the market and selecting specific user groups -- Part III. The players -- Chapter Six. Nurturing the culture: management and staff together -- Chapter Seven. Whose information is it anyway? Involving users in the process -- Part IV. Key tools -- Chapter Eight. The needs analysis, user survey and the information audit -- Chapter Nine. The marketing information system -- Chapter Ten. Designing and implementing the Customer Service Plan -- Part V. Benefits to the customer/user -- Chapter Eleven. Quality assurance, standards and quality services -- Chapter Twelve. Follow-up and analysis, evaluation, and measurement -- Selected bibliography -- Index

Frontmatter -- Introduction to the series -- Contents -- Foreword -- Part I. Customer service: an introduction -- Chapter One. Definitions and concepts -- Chapter Two. Why be concerned about customer service? -- Part II. Initial stages -- Chapter Three. Defining the role of the information service unit -- Chapter Four. Informal – and not-so-informal – intelligence gathering -- Chapter Five. Defining the market and selecting specific user groups -- Part III. The players -- Chapter Six. Nurturing the culture: management and staff together -- Chapter Seven. Whose information is it anyway? Involving users in the process -- Part IV. Key tools -- Chapter Eight. The needs analysis, user survey and the information audit -- Chapter Nine. The marketing information system -- Chapter Ten. Designing and implementing the Customer Service Plan -- Part V. Benefits to the customer/user -- Chapter Eleven. Quality assurance, standards and quality services -- Chapter Twelve. Follow-up and analysis, evaluation, and measurement -- Selected bibliography -- Index

restricted access online access with authorization star

http://purl.org/coar/access_right/c_16ec

Issued also in print.

Mode of access: Internet via World Wide Web.

In English.

Description based on online resource; title from PDF title page (publisher's Web site, viewed 29. Jun 2022)